Manager of Client Service

Job description

Job Title: Operations Leader – Client Service & Order Fulfillment (UCC) Location: Springfield, IL: Monday-Friday 8am-5pm Department: Operations / Client Services Job Level: Manager / Senior Manager Reports To: UCC Fulfillment / Client Services Leadership Position Summary: Responsible for leading UCC client service and order fulfillment operations to ensure timely, accurate, and high‑quality delivery. Accountable for operational performance, workforce effectiveness, and continuous improvement while supporting volume growth and technology change. Primary Responsibilities: - Lead daily operations across UCC client service and order fulfillment teams. - Ensure achievement of SLAs, turnaround time, quality, and productivity targets. - Manage and develop frontline leaders and senior associates. - Identify and mitigate operational risk related to capacity, quality, and workflow. - Partner with Product, Technology, Training, and Quality teams on process and system changes. - Own workforce planning, including staffing levels, skill mix, cross‑training, and succession planning. - Serve as escalation point for complex client and operational issues. - Use operational data to drive efficiency,...